Freshdesk Omni
Freshworks Inc.External reviews
3,546 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Efficient Support with Minor Navigation Clutter
What do you like best about the product?
I like a lot the fact that Freshdesk is able to keep track of their response time and the notification systems. The automations are very efficient, which helps a lot. It's valuable because we're founded on a service level agreement that requires us to respond to clients in a timely manner. Having the counter on the ticket is important, and Freshdesk helps with notifications to ensure we don't fall behind.
What do you dislike about the product?
The text in the threads is a bit cluttered, making it hard to find the latest response from the client. I have to go up and down the ticket to double-check where the client response is and where my response is. It would be improved if there was some automation to help remove repetitive text patterns.
What problems is the product solving and how is that benefiting you?
Freshdesk speeds up my technical communication with customers, keeps my workflow organized by clients, and helps track how well we respond to customers.
Great tool and responsive support team
What do you like best about the product?
Fair pricing, easy to add custom fields, create custom reports and smooth flow for handling incoming requests
What do you dislike about the product?
The customer support from the Freshdesk team is responsive and helpful, but they can be a bit eager to book catch-up meetings - a minor annoyance.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage customer support requests, ensuring that the whole support team can jump into an existing conversation even though they were not involved from the start.
Easy to Use, Highly Customizable, and Packed with Helpful Tutorials
What do you like best about the product?
Freshdesk is easy to use and has extensive tutorials that help you though it. You have a lot of options for automations and settings to really customize your own experience.
What do you dislike about the product?
Some small quality of life features are missing, like for example the option to delete attachments.
What problems is the product solving and how is that benefiting you?
We have multiple people working on support and Freshdesk allows them to collaborate easily as well as use automations to make their day to day easier. It also has an easy to use knowledge center for customers.
Easy Query Tagging That Just Works
What do you like best about the product?
We are able to tag all the Queries Since we are supporting in all the forum to Customers
What do you dislike about the product?
Manual tagging has to be made as automation with the Forum integration
What problems is the product solving and how is that benefiting you?
This helps in addressing repeat issues and improving SLA configuration, allowing us to identify problems quickly and ensure faster resolution with proper root cause analysis (RCA
Great Tool for support and caser management
What do you like best about the product?
It is a robust platform, fairly easy to use and integrate. Customer support has been responsive, patient and professional.
What do you dislike about the product?
Configuration is sometimes not intuitive.
What problems is the product solving and how is that benefiting you?
Internal management of operations and helpdesk support.
Efficient support - overall.
What do you like best about the product?
I like how easy it is to reply to emails in one ticket and to see the history of a user. It's great to be able to see everything in one place! We also love using canned forms and responses - they help us be more consistent, efficient, and accurate. The UI is also very straightforward.
What do you dislike about the product?
I think it’s too easy for users to create multiple tickets about the same theme, so some way to unify or merge them automatically (without a manual process) would be really helpful. Automatic summaries within tickets would be a great addition as well. Finally, we recently had some delivery issues, and the DKIM CNAME record configuration requires technical expertise.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to support our app users by resolving their questions and issues. We receive thousands of tickets per month, and it makes it easy to respond to all their questions. The canned forms and saved responses improve our consistency, efficiency, and accuracy. It has definitely helped us scale our support team and manage all the tickets.
Easy to Use, Feature-Rich Plans with Fast, Close Customer Support
What do you like best about the product?
very easy to use, lots of features available in each plan, very close and fast Customer Support team
What do you dislike about the product?
the Analytics module is very slow, some features could be more customizable
What problems is the product solving and how is that benefiting you?
it centralized our full-suite Customer Care processes (from Support, to Product, to Engineering), so we have all teams using it to collaborate seamlessly. that way, and via its Analytics, we gained visibility into the operation and the results are measurable
All Customer Conversations in One Place with Freshdesk’s Easy Ticketing & Automations
What do you like best about the product?
What I like most about Freshdesk is that it keeps all customer conversations in one place. Earlier it was difficult to track emails and support queries across different channels, but with Freshdesk everything becomes a ticket and it’s much easier to manage. The UI is also quite straightforward, so even new team members can get comfortable using it quickly. Automation rules are another thing I like because they help route tickets automatically and save a lot of manual effort.
What do you dislike about the product?
One thing I feel could be better is the reporting and analytics section. Basic reports are fine, but if you want more detailed insights you sometimes have to spend time configuring things. Also, some useful features are locked behind higher pricing plans, which can be a bit limiting for smaller teams. Apart from that, occasionally finding certain settings or configurations takes a bit of digging.
What problems is the product solving and how is that benefiting you?
freshdesk mainly helps us organize and track customer support requests in a much better way. Earlier, queries used to come through emails and it was difficult to keep track of which issue was handled and which one was still pending. With Freshdesk, every request becomes a ticket, so it’s easier to assign it to the right person and monitor the progress. It also helps in prioritizing urgent issues and responding to customers faster. Overall, it has made the support process more structured and reduced the chancess of missing customer queries.
Effortless Customer Communication Management
What do you like best about the product?
I like Freshdesk for its user-friendly way of organizing all our customer accounts and communications. It's helpful that we can search a building and see all tickets and communication regarding that one account in one place. Freshdesk also solved the problem of various agents accessing information at the same time, something we struggled with when using Gmail. Now, all our internal agents can quickly see communication with customers and among our team. The support from our onboarding rep during the initial setup was also very helpful.
What do you dislike about the product?
It needs spell check and an embedded feature to polish writing like AI does in Gmail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps my team access customer information simultaneously, improving communication and organization. It consolidates our customer communications, making it easy to track everything related to a specific account in one place.
Impressive Value with Powerful AI and Automation
What do you like best about the product?
Great value for the price—the range of options I’m getting, along with the AI, automation, and other capabilities included, is genuinely impressive.
What do you dislike about the product?
Some options don’t feel intuitive enough. The reporting section has a lot of settings, but a few things seem to be missing, or they aren’t easy to find.
What problems is the product solving and how is that benefiting you?
It allows for less direct human contact with users by relying on automation and AI.
showing 21 - 30